WireCo is the strength behind the world’s evolution, through deep legacy and forward thinking, we create premium ropes that inspire innovation without limits. WireCo® is headquartered in Prairie Village, Kansas with manufacturing plants, distribution facilities and research and development centers worldwide. For more information: www.wireco.com.

The Help Desk Analyst is responsible for providing first-level end-user technical support and administering various IT services including PCs, printers/copiers, audio/video conferencing, and application access. This position will also be first-level support for Salesforce user administration and general support.

Essential Duties and Responsibilities:

1. Perform Helpdesk functions including identification of problems, first-level problem resolution, and timely escalation of higher-level engineering problems.

2. Respond to customers via email and phone.

3. Maintains Helpdesk Ticket database (Track-It!)

4. Provides support to WireCo personnel including but not limited to video conferencing, hardware and software configuration, password resets, basic training, and general troubleshooting.

5. Install hardware and software as needed.

6. Interfaces with users in support of moves, installs, and schedules.

7. Work flexible hours when needed.

8. Support electronic mail system and administration as directed

9. Provide assistance to the network administrators in problem resolution.

10. Assists in the evaluation, installation, and support of new software and appliances.

11. Support other Helpdesk activities as directed by management.

12. Assist with PC deployment, application package builds, and deployment.

13. Managing Salesforce roles, profiles, sharing rules, workflows, and groups.

14. Support users in Salesforce in building custom reports and dashboards

15. Performs all other duties as assigned.

Preferred Education, Experience, Skills and Abilities:

• Associate's Degree in IT-related field or equivalent combination of education and work experience
• Two years of experience performing first-level IT support
• Proven problem-solving ability required, including the ability to perform fundamental diagnostic analysis involving the use of basic systems, networking, routing, and technical principles
• Must have good communication skills and the ability to effectively interact with end-users, co-workers, senior executives, and others outside the company on a technical and non-technical basis
• 2-3 years of experience with Salesforce administration
• Familiarity with IT Help Desk applications
• Detail-oriented, capable of producing clear and concise documentation
• Must be able to lift up to 70 pounds and be physically capable of setting up workstations

Working Conditions/Physical Requirements:

Work is performed in an office setting with a controlled environment. Visits to manufacturing facilities will be necessary where there is exposure to manufacturing environmental conditions such as dust, grease, heat, cold, loud noise, fumes, and odors. Moving, installing, and rewiring equipment will be required at times.

Installation of IT-related equipment, upgrades, and other network activities are required to be done outside of normal working hours. This individual must be available to work evenings, weekends or holidays as necessary.

• 
  WireCo offers competitive salary, excellent benefit offerings for employees and their families that can be taken advantage of from day 1 of employment, incentive programs, and growth opportunities.

• Must be legally authorized to work in the United States without restriction.

• Must be willing to submit to a background investigation, including verification of past employment, criminal history and educational background.
• Must be willing and able to pass a post-offer drug screen and physical (if required)
• Must be 18 years of age or older.
• Equal Opportunity Employer/Veterans/Disability